Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/08/12) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the cancelation of the Plan, and the refund of the Plan Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Mr. [redacted]'s letter.
According to the file, my associate, Ms. [redacted], has processed the Plan Fee refund, and a check will be mailed to Mr. [redacted] within the next ten business days. If Mr. [redacted] has any questions, please advised him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 12, 2015/09/01) */
The business corrected the situation with a full refund of the amounts charged. I appreciated the timely response and the professionalism that the Representative showed me after the last encounter with the business.

Initial Business Response /* (1000, 10, 2014/03/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] for the reimbursement of $735 for the replacement of his dishwasher; I have reviewed the file and Old Republic Home Protection did...

not authorize Mr. [redacted] to replace his dishwasher.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will not reimburse you for services performed without our prior authorization."
With regard to the notation on Elite Appliance's invoice that he recommended replacement of the dishwasher; we called [redacted] at Elite Appliance, and he informed us when he diagnosed the dishwasher, it operated as designed. Mr. [redacted] reported an electrical shock occurred when touching the dishwasher, though [redacted] was unable to duplicate this symptom. Strictly for liability reasons, [redacted] wrote on the invoice that he recommended replacement of the dishwasher.
The Plan provides coverage for covered systems or appliances reported as malfunctioning during the term of the Plan; in this case, there was no malfunction found with the dishwasher.
Based on the model dishwasher Mr. [redacted] had in his home, ORHP's estimated replacement cost would have been $355. [redacted] has agreed, strictly as matter of goodwill, to provide Mr. [redacted] $200 toward the purchase of his new dishwasher. ORHP will mail a check to Mr. [redacted], on behalf of Elite Appliance, within the next ten business days.
If Mr. [redacted] has any additional questions or the need to place a service request, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Elite Appliance Repair came out and performed a good service call in good faith. They even waived the service call fee. Elite Appliance should NOT (even in good will) have to pay toward this dishwasher. The money needs to come directly from ORHP. Please advise.
Final Business Response /* (4000, 14, 2014/03/13) */
Ms. [redacted]
Revdex.com
Regarding the service request for the dishwasher; based on the circumstances that occurred, Elite Appliance was unable to confirm the existence of a malfunction that allegedly caused an electrical shock when the dishwasher was touched. The owner of Elite Appliance informed us the only reason he noted on the invoice he recommended replacement of the dishwasher, was to prevent liability, on his part, should the alleged symptom reoccur.
Old Republic Home Protection would have authorized the repair or replacement of the dishwasher, providing Elite Appliance was able to duplicate, and confirm, a mechanical malfunction of the dishwasher. If the alleged symptom cannot be duplicated while the independent network Service Provider is at the home, we are unable to authorize repair or replacement.
We are sorry if this situation resulted in any inconvenience for Mr. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted]
I am not disputing that Elite Appliance could not duplicate the electrical shock. Nonetheless earlier in the week, the dishwasher shocked a 5 year old child twice, and myself once.
It was worrisome enough for Elite Appliance to note that the dishwasher should be replaced.
It was worrisome enough for me and my family to avoid potential tragedy if someone was hurt or worse. Therefore I replaced the dishwasher even though it exhibited no further signs of electrical shock.
This is something that ORHP should refund; it is the reason that people purchase home warranties - to be protected from high cost home expenses.
I am requesting, again, that ORHP refund the $735 I spent on a new dishwasher, or at the very least to find "middle" ground, split the cost with me.
Thank you.

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure...

serving her the past few years. Upon review of Ms. [redacted]'s file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.

Initial Business Response /* (1000, 6, 2014/01/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file and my associate, Ms. [redacted] Customer Service Manager, has been in contact with Ms. [redacted]...

to resolve her service request.
If Ms. [redacted] has any additional questions, please inform her to contact Ms. Rivera at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x 1224
[redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 8, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has changed since I first contacted you except they have been ignoring my requests, and not compromising. They did email me, but no compromising. The only option they gave me was the original option which I found unfair. That was to give me a less than adequate fridge that did not have the features mine does , nor is it the right size. or $790. which is not enough for me to buy a fridge comparable to the quality of mine. Plus they owe me an additional $75 because they charged me twice for the same problem because the original problem was not fixed. The repair man confirmed the problem was never fixed it just took a few months for the ice to accumulate and cause the leak again. I asked for $1000 for a fridge plus the $75 refund for the repair man. My compromise is $900 for the fridge and they still need to refund me for charging me two service fee's. This company is so rude, and trying to trick customers. They have more bad reviews on yelp than good and the President told me they don't care because they make enough money. Their mission statement says "it's not about company policy it's about customer service" but they have not tried to help or compromise or even be nice. Their mission statement is a lie and they trick people with disclaimers and don't try at all to help or be nice. My proof is Yelp and that I am not the only one. They only have two stars, and the President of the company said that less than half of the customers renew. That is probably the half that did not need service on their appliances. Please help. This business is so inappropriate and unfair. Thanks.

Initial Business Response /* (1000, 5, 2014/11/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak, and Mr. [redacted]'s request to be reimbursed for the repair of his water heater; on behalf of Old Republic Home...

Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the service request and confirmed that the Independent Network Service Provider diagnosed the pipe leak was located outside the main foundation of the home and service was denied based on the terms and conditions of coverage. Due to the circumstances that occurred, my associate, Mr. Spencer, spoke with Mr. [redacted] on November 3, 2014 and agreed to waive the $60 Trade Call Fee.
With regard to the request by Mr. [redacted] for reimbursement of part costs for repairs he completed to his water heater; I have reviewed the file that indicates Mr. [redacted] did not place a service request for his water heater.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure).
For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we may have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization."
We apologize the terms and conditions of the Plan do not provide coverage for these situations. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/06/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the eligibility of Mr. [redacted] to renew his Plan; I have reviewed the file and have agreed to allow Mr. [redacted] the opportunity to renew his Plan if he wishes to do...

so. Old Republic Home Protection appreciates that Mr. [redacted] has been our customer for the past three years.
My associate, Ms. [redacted] will be contacting Mr. [redacted] within the next few days to discuss renewal.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/13) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Covered Property: [redacted] CA XXXXX
Dear Ms. [redacted]
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr. [redacted] for being...

an Old Republic Plan Holder. It was a pleasure serving him the past few years. Upon review of his file, we conclude that his Plan is ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates [redacted] increase upon renewal..."
In the event Mr. [redacted] wants to maintain his home warranty coverage, he may wish to contact another Home Warranty Company to obtain coverage. We recommend he visits the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please inform him not to call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience.
Respectfully,
Old Republic Home Protection Co., Inc.

Initial Business Response /* (1000, 6, 2014/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the water damage allegedly caused by Clopton Plumbing; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
With regard to coverage for the water damage; please refer Ms. [redacted] to page 8 of the Plan that states:
"D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind.
E. We are not responsible for a Service Provider's neglect ... "
According to the file, Ms. [redacted] was mailed a letter from ORHP on August 28, 2015, outlining the steps to resolve the alleged damage with Clopton Plumbing.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and confirmed that BW Masterson Heating and Air Conditioning Inc. completed the repair on June 19th, 2014, and the air conditioner is operating as designed.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

[redacted]
Revdex.com
 
Plan [redacted]
 
Dear [redacted],
 
Please extend my sincere apologies to [redacted] for not being aware the replacement of the blower motor has not been completed. I re-reviewed the file and she is correct, the blower motor has not been installed. According to the technician from Sellers Heating & Air (Sellers), there are electrical wires that need to be moved in order for him to gain proper access to install the new blower motor. [redacted] was advised once she has the wires moved, to contact Sellers or Old Republic Home Protection, to schedule an appointment to complete the repair.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the sprinkler system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
Please advise Mr. [redacted] that the check for $75 for the reimbursement of sprinkler system repairs has been processed, and the check will be mailed within the next ten business days.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/04/27) */
ORHP agreed for a refund check of $75. Their response indicates that the check will be mailed in 10 business days.
It has been 16 business days now and I have not received the check.
Final Consumer Response /* (3000, 17, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP responded to this complaint on 04/03/2015 that the check would be mailed in 10 business days. It has been 18 business days and I have not received the check. I need the tracking number to track the check.
Final Business Response /* (4000, 19, 2015/04/30) */
Ms. [redacted],
Please inform Mr. [redacted] that I had the check re-issued yesterday and it was mailed through the USPS; there is no tracking number to provide him. If he does not receive the check by [redacted] 6th, 2015, please advise him to contact me at XXX-XXX-XXXX ext. [redacted]
Thank you
Sincerely,
[redacted]
Claims Manager

Initial Business Response /* (1000, 5, 2014/02/14) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Mr. [redacted]’s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Please inform Mr. [redacted] to provide me a legible copy of the diagnosis, and repair invoice, from his independent contractor for my review.

ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] did not provide me an email address in which to send a scanned copy of my invoice.
Final Business Response /* (4000, 9, 2014/02/25) */
Ms. [redacted],
Please provide Mr. [redacted] my email address, and inform him to reference his Plan number on his email. (email address: [redacted]@orhp.com)
Thank you
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the cooktop; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr. [redacted]. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial [redacted] Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet, waste and overflow, and Mr. [redacted]'s request to cancel his Plan; I have reviewed the file that indicated that the...

plumber diagnosed the toilet bolt at the base of the toilet was missing, which caused the toilet to crack as the result of not being properly secured to the floor. The cap for the waste and overflow was also missing.
Please refer Mr. [redacted] to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
C) Have become inoperable due to normal wear and use ..."
Also, please refer to page 8 that states:
"General Limitations. This Plan does not cover:
D. Missing components."
We apologize that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
With regard to Mr. [redacted]'s request to cancel his Plan; if he still wishes to cancel his Plan, please advise him to provide a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2015/08/04) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner, and the request from Ms. [redacted] to cancel her Plan; on behalf of Old Republic Home Protection (ORHP) and its...

employees, please extend our sincere apologies that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
With regard to Ms. [redacted]'s request to cancel her Plan; please advise her that ORHP has processed her request, and the Plan fee will be refunded within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: they already had a diagnosis over a week ago the gentleman got here to put in air conditioning and when he called to let them know they wanted him to call back an hour later to get a work order number before they were going to allow him to do the work once again I was called and interrupted at work so I could tell the gentleman to go ahead and install the air conditioning. They keep trying to play games I have paid for everything up front because of what they have put me through. I do. It one yet what or wether they will actually pay back a dime to me. They were upset that I wanted to use someone besides their people to install the unit after the way I was treated they were not having anyone from that company install anything .Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/12) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, as a result of the circumstances that occurred, on January 11, 2016, my associate, Ms, Gilley, spoke with Ms. [redacted], and strictly as a matter of goodwill, ORHP has agreed to honor her request to waive the Trade Call Fee.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the electrical repair of the clothes dryer outlet; I spoke with [redacted] at AA Electrical & Plumbing, and he advised me that he diagnosed...

there was no electrical wiring to the clothes dryer outlet; someone had re-routed the two 110 volt circuits for a light and refrigerator. [redacted] installed wiring for the dryer outlet and restored power.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
Please extend our sincere apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted],
Thanks for providing me the details of the plan that applies to my situation. Had this been done in response to my emails to [redacted]@ohrp.com or my phone calls, I would not have gone ahead with the complaint in the first place. I think that you should notify the claimants of your decision with all the details earlier than in response to Revdex.com complaints. Because, the devil is in the details. I had filed for the claim even before I received the Protection Plan documents and terms of service, so there was no way for me to know whether my claim would go through or not.
[redacted]

Initial Business Response /* (1000, 5, 2014/02/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
In regard to the trade call fee paid for the heater service request placed in November 2013; according to our records, replacement of the blower motor...

was denied; however, the replacement of the thermostat was covered. In accordance with the Plan terms, a trade call fee is due for each service request whether the service is covered or denied.
Please refer to Page 7 of the Plan that states:
You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF.
For any additional questions, our Plan Holder [redacted] contact us directly at (XXX) XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Phone: (XXX) XXX-XXXX x 1224
Fax: (XXX) XXX-XXXX
[redacted]@orhp.com
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)